Buyer disappointment - guidance pls

Listerbelle

Hi all

I'm after some quick advice please.

I sold three children's items (clothes) to the one person, combined postage. They paid fairly promptly, and left positive feedback once the items arrived about 10 days ago.

They've just emailed me to say they have today gone to put the item on their child, to discover that there are two holes where the zip attaches to the pyjama-onesie.

They are obviously very disappointed. I had no idea, and had described it as being in excellent condition.

I thought that I should simply refund the price of this item to her - is this fair? I've not yet offered the buyer anything yet.

Thanks!

Auntie-Dolly

I'd apologise & offer a full refund on return or a part refund of xx.xx (you decide) if it is something she is happy to repair. Hopefully she'll go for the repair option. If she wants to return I'd probably refund in full & tell her to bin it, depending on the value.

Listerbelle

Thanks.

It's still very usable. I'll offer her a full refund - she can keep the item.

hiccup123

i'd offer a refund for that one item and tell her to keep it and not bother returning...she should be happy with that.

Listerbelle

hiccup123 wrote: »

i'd offer a refund for that one item and tell her to keep it and not bother returning...she should be happy with that.

Yes, that's what I've done.

Many thanks.

forgotmyname

I am the buyer and i want more. I WANT COMPENSATION. lol


Think of the children. The pain the suffering.

Sounds fair.

Crowqueen

A little bit unfair that last post. ^^^ OP is doing the right thing and is obviously embarrassed. People paying for stuff sight unseen have a right to expect reasonable quality, depending on what was stated in the listing.

People are very picky about clothing - it's not just a question of the item being serviceable but what they paid for it, how they would describe it and a certain amount of pride in the appearance of themselves and their children. I'm not always the smartest dresser outwardly but I want to look good and if I bought something that had holes in it I'd be a bit miffed.

A paperback book which arrives a little dog-eared is fine, I wouldn't complain, but I gave up buying clothes on eBay after a few poor buys - I kind of realised I couldn't tell either quality or fit just from the listing and have no clue about measurements, I just try on what I buy in the shops and it seems to work for me.

I got a bit annoyed with something I bought new from Debenhams - I don't buy many new clothes unless they are from Primark - where button loops on the collar started to go even a few days after wearing it for the first time. It was a nightdress, for heaven's sake, and no-one sees it except me, and now my boyfriend, but I'm still a little upset about that.